Senior Lead Solution Engineer

Exalans & Hunar - Your Virtual HR!; Thiruvananthapuram; On-site; INR 500,000 - 900,000; Full time

Job summary

Exalans & Hunar - Your Virtual HR! seeks a motivated Product Support professional to assist customers, troubleshoot product issues, and collaborate with engineering and product teams to enhance the user experience.

You will educate customers on features, document inquiries, and help maintain high SLA adherence. The role requires 4–12 years of experience in customer or technical support, a strong technical mindset, and excellent communication skills.

Qualifications

• Bachelor's degree in Computer Science, Information Technology or a related field.
• 4-12 years of experience required in customer/technical/product support.
• Proven experience in customer support, technical support, or product support (2-5 years).
• Strong technical aptitude and ability to troubleshoot complex product issues.
• Excellent written and verbal communication skills.
• Ability to work independently and in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Experience with ITSM tools like ServiceNow, Remedy, etc.
• Familiarity with product development processes is advantageous.
• Patient, empathetic, customer-first attitude.

Responsibilities

• Provide timely, accurate, and professional assistance to customers.
• Troubleshoot technical issues and provide appropriate solutions.
• Collaborate with engineering, product, and other teams to resolve defects or gaps.
• Educate customers on product features, best practices, and troubleshooting steps.
• Document and track inquiries in a ticketing system to ensure resolution.
• Escalate complex issues to higher-level support or engineering teams as needed.
• Create and maintain customer-facing knowledge base articles and FAQs.
• Provide feedback from customers to improve product development and UX.
• Participate in product testing and QA to identify issues before launch.
• Ensure SLAs are met and customer satisfaction remains high.
• Stay updated on product updates and industry best practices.

Skills

Customer support

Technical troubleshooting

Communication skills

Team collaboration

Education

Bachelors in CS/IT

Tools

ServiceNow

Remedy

Job description

Job Description:

Job Overview: We are seeking a highly motivated and customer-oriented individual to join our Product Support Team. The ideal candidate will be responsible for providing high-quality support to customers, assisting them in resolving product-related issues, and ensuring that they can use the product efficiently. You will serve as the primary point of contact for customers and work cross-functionally with other teams to improve the overall customer experience.

4-12 years of experienced candidates are required.

Key Responsibilities:

• Provide timely, accurate, and professional assistance to customers.

• Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.

• Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.

• Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.

• Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.

• Escalate complex issues to higher-level support or engineering teams as necessary.

• Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.

• Provide feedback and insights from customers to help improve product development and user experience.

• Participate in product testing and quality assurance to identify potential issues before launch.

• Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.

• Stay updated on product updates, new features, and industry best practices.

Requirements

Required Qualifications:

• Bachelors degree in Computer Science, Information Technology or a related field.

• 4-12 years of experienced candidates

• Proven experience in customer support, technical support, or product support (typically 2-5 years).

• Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.

• Excellent communication skills, both written and verbal.

• Ability to work independently and as part of a team in a fast-paced environment.

• Strong problem-solving skills and attention to detail.

• Experience in ITSM Tools like Service Now, Remedy etc.

• Familiarity with product development processes is advantageous.

• Patience, empathy, and a customer-first attitude.

Soft Skills

• Strong communication and interpersonal skills.
• Ability to work collaboratively in a team-oriented environment.
• Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.